So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’re grown rapidly but sustainably, with 300,000+ customers and over 300 So Energists. But, we’re not done. We’re on the road to a million customers by the end of 2026 and, thanks to our recent merger with ESB Energy, we’re well on the way. We’re tech first, we’re customer-centric and we’re passionate about sustainability.

We want to do the best we can by our customers and by each other, so we’ve created a workplace that is encouraging, supportive and offers the opportunity for growth. As a company, we live by six core values that guide everything we do.

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

Position Overview:
We are excited to announce an opportunity for a skilled and experienced Senior Solar Customer Care Advisor to join our team at So Energy. As a Senior Solar Customer Care Advisor, you will be at the forefront of addressing escalated complaints and providing exceptional after-sales care to our solar energy customers. In addition, you will play a critical role in conducting root cause analyses to identify underlying issues and provide valuable feedback to relevant stakeholders, driving continuous improvement in our customer support processes.

Key Responsibilities:

1. Escalated Complaint Resolution:
   • Handle complex and escalated complaints related to solar energy products and services, ensuring timely and satisfactory resolutions for our valued customers.
   • Utilize your expertise to de-escalate tense situations, empathize with customers' concerns, and deliver effective solutions that align with company policies and regulations.
   • Collaborate with relevant internal departments to resolve complaints efficiently, escalating issues when necessary and following up to ensure a successful resolution.
2. After Sales Care:
   • Provide expert-level technical assistance and product knowledge to customers after their solar energy system purchase, ensuring they fully benefit from their investment.
   • Proactively engage with customers to address inquiries related to warranties, maintenance, and product performance, ensuring their ongoing satisfaction with our services.
   • Monitor customer satisfaction and gather feedback to identify potential areas of improvement in our after-sales care process.
3. Root Cause Analysis:
   • Conduct thorough root-cause analyses of escalated complaints to identify underlying issues that may be affecting multiple customers.
   • Collaborate with cross-functional teams, including product development, technical support, and quality assurance, to investigate and address systemic issues promptly.
   • Compile comprehensive reports outlining your findings and recommendations for improving products, processes, and customer support strategies.
4. Stakeholder Feedback:
   • Act as the liaison between the customer support team and relevant stakeholders, communicating feedback and insights from root cause analyses effectively.
   • Provide stakeholders, including management and product teams, with actionable recommendations to enhance customer experiences and overall satisfaction.
   • Participate in regular meetings to share customer feedback, highlight trends, and contribute to the continuous improvement of our solar energy products and services.
5. Customer Relations:
   • Build and maintain positive, long-lasting relationships with customers, demonstrating an unwavering commitment to their needs and ensuring they feel valued.
   • Mentor and support junior customer support advisors, providing guidance on complex cases and fostering a positive team culture.

Requirements

• Significant experience in a customer support role, with a focus on handling escalated complaints and providing after-sales care within the energy industry.
• Proven expertise in conducting root cause analyses and using data-driven insights to improve processes and customer experiences.
• Strong communication, presentation, and interpersonal skills, capable of effectively collaborating with diverse stakeholders.
• Deep knowledge of solar energy products, installation processes, and technical aspects.
• Analytical mindset with the ability to think critically and problem-solve effectively.
• Previous experience in a senior or leadership role in customer support is desirable.
• Proficiency in using customer support software and databases.

Benefits

• 25 days holiday, plus bank holidays, and an extra day holiday for your birthday
• Regular Socials
• Work three days from home after your probation period (download speed of 20mbps and upload speed of 11mbps required)
• Great reward and recognition
• Join a unique culture that embraces peoples ideas and fosters collaboration across the business
• Use of the Hastee platform to access some of your pay in a pinch
• Enhanced Maternity and Paternity leave
• Access to Perkbox+ including the Wellness Hub
• Life assurance 4x base salary

At So Energy, our employees are just as important to us as our customers. We will provide training and support your development throughout your career. We want our Customer Care Advisors to be leading the teams in the future as we both grow together.

Working hours: 08:30 - 5:30PM, Monday - Friday.

Our Customer Care Advisors are curious investigators, problem solvers and good listeners. Are you? Do you like the way it feels when you help others?

So Energy cares about helping the energy industry become a much more diverse and inclusive environment and we work hard to lead by example. We are committed to Equal Employment Opportunity and building an inclusive environment for all. As an equal opportunity employer, there are also several steps we take to accommodate candidates and employees with disabilities including additional time on tests during the interview process and specialist equipment for those employees that require it.

If you are interested in finding out more please apply, make sure to complete all the questions to the best of your ability and attached an up to date version of your CV.